Job Advertising Instructions

Please note that although this position primarily involves serving as a Client Onboarding Specialist for Institutional Clients, internally, the role will be designated as "Ops Senior Specialist - ACM."

About the role

Note: We currently have 5 open positions for this role and are looking to recruit multiple candidates as part of our selection process.

At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

Ops Senior Specialist role will be supporting the Ops Manager Account & Channel Maintenance (ACM) GCC, to deliver the “complex” customer outreach Day 2 product and channel (PCM and Wholesale Digital) maintenance approach for Institutional Australia.

Responsibilities include managing various tasks such as handling "complex" or sensitive customer requests, managing novations, dealing with complex products and M&A requests, reviewing and operationalizing exceptions and non-standard arrangements, and managing escalations and incident management (With the exception of the South Australia Government and NSW Government).

Given the nature of the role, effective stakeholder engagement across Institutional PCM product, Wholesale Digital, Institutional KYC teams, and Institutional and Commercial PCM/TB Sales areas is essential. The role requires a customer-centric approach, the ability to address complex challenges with innovative solutions, and the willingness to challenge existing practices.

Collaboration with key stakeholders, including COOs, CFOs, CEOs, and finance teams, to understand their requirements and align expectations regarding product and channel maintenance is crucial. Additionally, close collaboration with Operations processing and KYC teams will be necessary to ensure timely completion of customer requests.

What will your day look like

This role will ensure the customer outreach product and channel maintenance proposition:

• Improves Institutional Division’s customers' experience in their day to day banking requirements/interactions with ANZ

• Is well understood by key stakeholders – with stakeholder buy-in and support of the proposition

• Brings forward revenue realisation by reducing the time to open accounts

• Resolves any escalations within 24 hours of the escalation being raised (ideally same day)

• Collaborates with processing teams and relevant stakeholders, maintaining accurate records and raising incidents and complaints in line with compliance procedures

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Previous experience in client onboarding, static data maintenance or account opening for institutional or corporate clients

• Demonstrated commitment to providing "world-class" service, understanding and meeting customer expectations, and delivering results both independently and collaboratively

• Cash Servicing end to end processes and supported products, services and channels

• Excellent verbal and written communication skills with the ability to influence internal teams, effectively interact with customers, and build strong relationships at all levels

• Strong technical channel and product knowledge, including proficiency in banking systems such as SEIBEL, GOLDTIER, CACHE, ORION, MIDANZ, with the ability to adapt and utilize technology effectively in customer interactions and service delivery

• Willingness to work in early morning shifts

So, why join us?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank’s largest technology, data & operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank’s strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We’re proud that people feel they can be themselves at ANZ and 90% of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

Job Posting End Date

24/05/2024 , 11.59pm, (Melbourne Australia)